Diploma in Applied Hospitality Skills

The Diploma in Applied Hospitality Skills is developed by London School of Business and Finance (LSBF) as a programme for students who are seeking a qualification that will enable them to enter into the Hospitality Industry.

The programme is design to provide the basic knowledge and understanding of key aspects of the hospitality industry, while also being able to provide a practice based environment which will allow students to develop the basic practical skills required by the industry. Students will be fully supported throughout the programme, with formative assessments proving feedback of their progress. Student performance and satisfaction is monitored to ensure that the course meets students’ academic and personal development needs; and industry contacts ensure that the programme is relevant and suitable for the demands of a career in hospitality management.

Programme Aims

To provide the required skills and knowledge for entrants into the hospitality industry to develop the necessary understanding and competency to enable them to enter the industry and add value upon entry. The qualification is designed for people who wish to enter the hospitality industry.

The Diploma in Applied Hospitality Skills can also be used as a progression route for students who subsequently wish to further their educational qualifications.

Programme Learning Outcomes

To develop professional skills required by the hospitality industry.

To understand the importance of customer service in the hospitality industry.

To understand key food hygiene and health and safety aspects of the industry.

All international students for whom English is not their first language or who have not studied in an English language medium must provide evidence of their linguistic ability at IELTS 5.0 or equivalent.

Minimum Age

18 years

Module Synopsis

Front Office ServiceEquip learners with knowledge and skills required to work as part of a Hotel reception team.Learners will develop knowledge and skills required for handling guest arrivals and departure.

They will also be able to understand the importance of using correct communication when interacting with guests.

Learners will develop an understanding of the role played by demographics, culture and nationality and how this can assist in interacting with guests and providing a more personalised service.In addition learners will through practical activities develop confidence in handing guest requests and dealing with challenges that typically arise during a guests stay or during check out.

Food and Beverage ServiceTo equip learners with the knowledge, skills and competence to offer service in a hotel or restaurant. Develop the relevant knowledge, skills and competence to perform effectively in a restaurant environment under direction and with limited authority in familiar situations.

The reputation and success of any restaurant often depends on the staff serving customers. Customers will judge a hospitality business by how they are greeted and the contact with staff during their meal.

Learners will gain an understanding of the importance of developing a professional approach to food and drink service and ensure that they have the right attitude and good personal presentation in all aspects of their work.

Learners will develop knowledge and skills of the concept of hospitality and the role played by Food & Beverage Operations with Hospitality operations. Learners will develop the knowledge and practical skills in the preparation of food and drink service and serving customers.

Develop knowledge and skills of how to take customers’ orders and the correct procedures to follow when serving food and drinks and clearing tables.

Demonstrate a limited range of practical and cognitive skills and tools used in a variety of restaurant situations.

This module should encourage learners’ enjoyment of enthusiasm for servicing food and drink in the hospitality business.

Housekeeping SkillsTo equip learners with the knowledge, skills and competence to service a hotel room.

The housekeeping department is integral to the effective running of any hotel and the organisation’s success and customer satisfaction.

This module will develop learners understanding of the correct methods and techniques to use when cleaning, servicing and maintain guest rooms.

Learners will gain knowledge and skills in the cleaning and serving procedures that must be used and understood by housekeeping staff.

Learners will cover safe working practices and procedures when using different types of cleaning equipment and chemicals, and will be given opportunity to both observe and practice the procedures that must be followed.

Identify appropriate cleaning agents and polishes for a range of room cleaning tasks.

Demonstrate correct workflow for cleaning tasks and correct techniques for cleaning, bed making and preparing room for guest, including use of checklists.

Customer Service SkillsTo provide an introduction to customer service in the hospitality and tourism industry.

Customer service is at the heart of a successful business. The hospitality sector relies on excellent customer service to keep customers satisfied and returning to them. Any member of staff working in the sector will be expected to present themselves in a professional way, have good interpersonal skills and be able to communicate effectively with their customers.

Learners will look at the importance of providing excellent customer service and the characteristics of excellent customer service as it related to the hospitality sector.

Learners will develop an understanding of the importance of communication and gain hands on experience in developing key communication skills. They will also develop an understanding of customers’ need and expectations.

Manage/resolve complaints, including how good communication skills can help deal with these situations.

Demonstrate required knowledge and skills to manage interaction with guests in a range of different situations.

Learners will develop knowledge of food safety and well as general health and safety issues.

Learners will gain an understanding of the importance of good personal hygiene and how this helps reduce the risk of food related illness and food poisoning.

Demonstrate knowledge of personal workplace hygiene practices.

Learners will be taught basic workplace health and safety and why this is essential to the running of any hospitality business.

Identify and describe common health and safety issues related to the industry.

Attendance Requirements

Assessments Profile

For all module with the exception of Food Sanitation, Health and Safety

MCQ/Written Exam (30%) - 1.5 hrs exam in an exam hall

Demonstration/Role play (competency based) 70%

Skills Demonstration/Role Play

Used to assess a wide range of practical based learning outcomes including practical skills and knowledge. A skills demonstration will require the learner to complete a task or series of tasks that demonstrate a range of skills.

Industrial Attachment is part of students' educational development. This enables theoretical learning in the classroom to be applied to practical learning situations and encourages application of theory and knowledge in appropriate context. Industrial Attachment applies to all students. Students who are already working may produce a letter from their respective employers to show minimum six months work experience in the relevant industry (subject to school's approval) for exemption to IA.

To be eligible for Industrial Attachment a student must have passed a minimum of 4 modules during their course of study.

Students who commence an Industrial Attachment and subsequently fail to complete this will not be awarded the Diploma in Applied Hospitality Skills but will be awarded Certificate in Applied Hospitality Skills as an Exit award.

The Industrial Attachment is considered to be an integral part of the Diploma. In the unlikely event that a student cannot be placed for IA LSBF will allow the student to complete a 3000 word project in a maximum of 2 months.

Where students specifically request they may be granted the option of completing a Project rather than undertake the Industrial Attachment. The project (3000 words) topic is assigned by the school, students have a maximum of 2 months to complete the project after approval. Students must still meet the same eligibility requirements (4 passes) to take the project.

On completion of Industrial Attachment/Project students will be able to:

Understand the importance and role of a hospitality industry during the actual work experiene

Understand how to overcome issues and problems faced by the industry on a day to day basis

Knows about the standard practices and general laws of the industry and how they impact the business

Demonstrate and establish interest in the activities and task given by applying the knowledge and skills learnt in school

Understand how every individuals can take personal responsibility to reach the objective of the organisation

Graduation and Awards

Grading:50% required to pass each module; no grading

Graduation:Pass all modules and complete IA or project.

Exit Award:

Where students are unable to complete the course they may be given the option of an Exit Award if the meet the following criteria: